Retailer of the Year announced

Domestic & General — 10 Jan 2011

Domestic & General announces the winners of the UKs largest survey of independent electrical retailers.

Winners of the 2010 Retailer of the Year Award can celebrate as winners of the UK’s biggest consumer survey of independent electrical retailers. With over quarter of a million surveys sent out to consumers following an electrical purchase and over 21,000 responses poled, winners of the 2010 Retailer of the Year Award can be justly proud of this prestigious title.

Overall winner E E Lane & Sons, trading as Lanes of Cheddar, scored an incredible average of 18.59 out of 20, with Runner Up Raff Electrical of Wallington, Surrey coming in a close second with 18.35 points. Both are CIH members. For an astonishing fourth successive year in a row, Crampton & Moore scooped top Internet Retailer honours with an average 18.04 score out of 20, based on specific internet seller based qualities. Almost 2,500 High Street and on-line electrical retailers across the UK were rated by consumers.

Comments Jeff Griffiths, National Accounts Director, at D&G: “This year’s ROTY survey has been the largest and most comprehensive to date and showed once again that the traditional values of independent retailers make a big difference to business on the High Street and on-line. With a single point out of a maximum 20 points separating the top 100 retailers in the survey the competition this year was very close indeed. Clearly, first class customer service is keeping the best independent retailers in healthy business.”

ROTY is now in its 12th year and by far the biggest survey of independent electrical retailers in the UK. In the 12-months to end of July, 274,000 surveys were sent to customers following the purchase of major electrical or electronic goods. Independently administered by Domestic & General, the survey asks customers to rate the courtesy and friendliness of the store, the overall appearance of the shop, product demonstration and product knowledge of the staff. Each of these four retailing qualities is rated from 1 (poor) to 5 (excellent) and the total score out of 20 calculated by adding the points together. The results are averaged across all survey responses for that store, giving an overall score out of 20 and creating the ROTY league table.

For purchases made on-line customers were asked to score the product information provided, the appearance and navigation of the site and the convenience of delivery. Using the same 1 to 5 scoring system for these four qualities, an internet ROTY league table is created based on the average score for each website retailer. (Note: stores and websites with less than 50 survey responses are not included in the overall ROTY league to ensure a fair average).

For more information, images or review samples please contact:

Richard Stevenson


Rogers Wood, Whitebread Lane, Rye, East Sussex, TN31 6UA


Phone: 01797 260 882

Mobile: 07974 926 157

Fax: 01797 260 853

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